Solução de Problemas de Triagem

If you or your tenants encounter issues during the screening process, this guide covers the most common problems and their solutions.

Tenant Didn't Receive the Screening Email

Possible causes:

• The email went to the spam/junk folder
• The email address was entered incorrectly
• Email delivery was delayed

Solutions:

1. Ask the tenant to check their spam/junk folder
2. Verify the tenant's email address is correct in the tenant profile
3. Wait a few minutes — email delivery can sometimes be delayed
4. Re-send the screening invite from the tenant management page

OTP Code Not Working

Possible causes:

• The code has expired (codes are valid for a limited time)
• The tenant entered the wrong email address
• The code was mistyped

Solutions:

1. Ask the tenant to request a new code by clicking "Resend"
2. Verify they're entering the code for the correct email
3. Ensure no extra spaces were copied with the code
4. If the bot verification fails, the page will automatically retry — the tenant should wait a moment

Form Submission Errors

Possible causes:

• Required fields are missing (Full Name is required)
• File uploads exceed size limits
• Network connectivity issues

Solutions:

1. Ensure the Full Name field is filled in
2. Check that uploaded files are under 10MB each
3. Verify the internet connection is stable
4. Try submitting again — the form preserves entered data

File Upload Issues

Accepted formats: Images (JPG, PNG, WebP), PDF, Word documents (DOC, DOCX) Maximum: 5 files per upload field, 10MB each

Common issues:

• File is too large → Compress or resize before uploading
• Unsupported format → Convert to PDF or JPG
• Upload fails → Check internet connection and retry

Screening Link Not Working

Possible causes:

• The link has already been used (one-time links)
• The link may have been truncated in the email

Solutions:

1. Each screening link can only be used once
2. If the tenant needs to access the form again, send a new screening invite
3. Ensure the full URL was copied from the email

Screening Status Stuck on "Requested"

This means the tenant hasn't completed the form yet. Possible actions:

1. Contact the tenant to remind them
2. Verify they received the email
3. Re-send the screening invite if needed

Need More Help?

If you're experiencing an issue not covered here:

• Check the Support Tickets documentation
• Contact Landager support through the dashboard

Related Guides

• The Screening Flow
• Screening Statuses Explained